Remote opportunity at
AirDNAProduct Support Specialist - Adapt (LATAM & Caribbean)
AirDNA is seeking a Product Support Specialist for its Adapt dynamic pricing engine, focusing on the LATAM and Caribbean regions. AirDNA provides data and business intelligence…
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About This Role
AirDNA is seeking a Product Support Specialist for its Adapt dynamic pricing engine, focusing on the LATAM and Caribbean regions. AirDNA provides data and business intelligence for the short-term vacation rental industry, tracking millions of properties globally to supply insights to hosts, enterprises, and financial institutions. In this role, you will act as the technical escalation bridge between frontline support and engineering. Rather than answering basic tickets or managing high…
Job Description
AirDNA is seeking a Product Support Specialist for its Adapt dynamic pricing engine, focusing on the LATAM and Caribbean regions. AirDNA provides data and business intelligence for the short-term vacation rental industry, tracking millions of properties globally to supply insights to hosts, enterprises, and financial institutions.
In this role, you will act as the technical escalation bridge between frontline support and engineering. Rather than answering basic tickets or managing high volumes, you will investigate complex pricing and synchronization issues using backend data, logs, SQL, and Python. You will communicate findings to hosts in straightforward terms, build internal standard operating procedures, and help establish a brand-new support pod from the ground up.
The position is a full-time, long-term contractor role that is fully remote. Candidates are required to reside in Latin America or the Caribbean and be willing to work hours that overlap with US Eastern and European business time zones.
Responsibilities
- Manage and resolve advanced technical escalations sent from frontline support teams
- Diagnose pricing and synchronization issues by isolating root causes across property management system connections, competitive sets, and market shifts
- Query live databases using SQL and inspect logs, analytics reports, and existing code
- Explain complex algorithmic behavior clearly to non-technical hosts through written messages, screen recordings, or calls
- Create help-center articles, in-app guidance, and content for the Adapt AI agent to prevent recurring support tickets
- Compile weekly escalation themes for the product team and track bug fixes through deployment
- Identify at-risk accounts early and collaborate with revenue management to protect customer retention
- Establish standard operating procedures, macros, and escalation pathways for the newly formed pod
Requirements
- At least two years of experience in technical support, SaaS product support, or an analytical customer-facing role
- Proficiency in writing SQL queries against a live database
- Working knowledge of Python for reading existing code and interacting with datasets
- Practical experience working with APIs and conducting log analysis
- Strong quantitative reasoning abilities to analyze numbers, percentages, and averages
- Demonstrated structured problem-solving skills to test hypotheses rather than guess
- Strong verbal and written communication skills in English, capable of maintaining composure with frustrated users
- Willingness to work hours overlapping with US Eastern and European business schedules
Qualifications
- Familiarity with webhooks
- Experience using support software such as Intercom or Zendesk
- Background in short-term rental pricing or property management platforms like PriceLabs, Wheelhouse, Beyond, Guest, or Hostaway
- Prior experience in hospitality or revenue management
- A track record of using artificial intelligence tools to automate repetitive tasks
Core Skills
Benefits
- Competitive salary ranging from USD 26,000 to 33,000 per year
- Eligibility for an annual discretionary bonus
- Flexible time-off policy
- Continuing education stipend
- Individual growth plan
- Language lessons provided through Yolk Academy
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this role is fully remote and open to candidates based in Latin America or the Caribbean.
What is the salary range for this job?
The base compensation ranges from USD 26,000 to 33,000 per year, with eligibility for an annual discretionary bonus.
What technical skills are required?
Applicants must have SQL proficiency, working knowledge of Python, hands-on experience with APIs and log analysis, and at least two years of technical or SaaS product support experience.
What type of employment is this?
This is a full-time, long-term contractor role.
Sample Interview Questions
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